Thank you, Javier- we are glad you had a nice time! Coconut Tree Roatan

Hello , Kirstina and thank you so much for your commnets. I hope that you told the office about your toliet. It is sometimes hard to monitor everything in a hotel and if we had known you were having any issues, we would certainly have a repair man come and take care of that for you. I am not sure about the AC, but I will mention that to management to alers them that the guests need to be able to monitor their own temperature as needeed. Thank you so much! Coconut Tree West Bay

Hello , Aljejandro and thank you for your commnets. Actually we do post a check in time for all guests, and you came after the office was closed without any notice that you were coming late. When we know a guest is coming late, we set up the keys for the cabins with our security guard and he is happy to take you to the cabin. As to the outlet, we do apologize however, the outlet was fine upon check in so there was damage to that outlet. We were not told regarding the damage and did not see until after you left. If you had alerted the office, they would have happily had that outlet fixed for you. Thank you Coconut Tree West Bay

Hello, We apologize for any inconvenience you may have had. If they sky is dark with rain and clouds, it does mek the room a bit darker. If you had asked we could have added another lamp for you if the light was a problem. We apologize. The maids do clean the rooms cabin daily. If for some reason you were skipped, all you would need to do is to tell the desk office manager and he would see to it to make sure the room cabin was cleared for you. As the the hair dryer, those were added and hard wired into the lines, so you do not need a plug for their electricity. They do work by just turning on and are not plugged into a reguar outlet. The main and pretty much only wifi provided for Roatan, Max Communications, lines were all down for quite some time. The lines run under the sea to the island fromt he mainland. The internet was down, yes, and we certainly do apologize, however, we cannot control the operation of the primary internet company. the whole island was down until the internet company fixed their underwater cable lines. we do have in spite of these problems, that you did enjoy the beautiful beach and the sea. We are always happy to hear from guests to correct any issues they are having and to be able to improve our guests' stay. Thank you Coconut Tree Roatan

Thank you SO much, Edward for your very nice review. We are glad that you had a nice time at Coconut Tree and beautiful West Bay beach!

Thankyou, Lee for your very nice review. We certainly aplogize for any issues with hot water. We do appreciate the feedback and will tell maintenance to please monitor evertything to make sure there is always hot water for our guests. We are happy you like the beachfront location and the staff. Thank you so much! Coconut Tree West Bay

Hello, Jose. We are sorry you were not happy with the cabins. We normally have very happy guests. If you could please note what the issues were for you, we would be so glad to rectify any of those issues. Thankyou

Thank you for bringing this issue to our attention. We do now have in place a system for later arriving guests to get checked into their cabins. We have also discussed the soap dispense and blankets with our maid employees, asking them to please check each time to make sure that all is provided for our guests. The office is often around the property assisting guests, but normally in the office most of the office hours. We apologize that they did not seem to be present when you went to the office. This is not normally a problem. Thank you again.

Hello, We are unsure why this reveiw was submittted, as we do keep security videos of the exterior grounds for our guest's safety and reviewing those tapes curing this guest stay, we can see that the pool is clean total days, that the maids are working total days, that this guest constantly goes to and fromthe office for additional towels. (Normally the maid leaves a certain count of towels per room and if a guest wishes more they can get additional at the office, which this guest constatly did). He says the office was never open but the videos show him going into and from the office many times. also the guest says there was a septic spill into his shower, however that is impossible as the hotel uses a environmental system for gray water separate from the spetic and toilet systems. Separate pipes completely]and not connected all all. As well, we have video of the main septic system being pumped and clean on maintenance just a bit before this guest arrival. So there could not have been a sewage bust. Also since we have security videos of the guest going in and out of the office getting extra fresh towels on many different days,(above and beyond what is left daily in his cabin), not sure why he would say that he had to purchase towels . That seems a bit ludricous. We are sorry that this guest decided to post untruths. We do have all security videos to back up our statements. We can only assume that the guest wanted to try to get his money back even if he stayed at the hotel with no word about any problems for at least 5 days. And then he did ask for a refund, of couse. To stay and not pay anything. We are sorry that this guest decided to act this way. We have so many wonderful repeat guests that come and stay with us over and over again at the beautiful beach! We always want our guests happy!!! and are ready to solve any issues that may come up!

We certainly apologize that your stay was not what you wanted. Actually except for 1 unit all the beds are new of this year or last year, so I am sorry they were not comfortable for you. We have daily cleaning and even if the building is older we do try to keep each room as clean as possible for our guests. Again, we are sorry that you were not happy. We hope you can come again and try us another time and we would be happy to give you a 10% discount on your next stay. Thank you, Coconut Tree West Bay Roatan

Thank you so much for your very nice comments. We are glad you enjoyed your stay and hope one day you can come and stay with us here on lovely West Bay beach another time! Coconut Tree West Bay

We are sorry that the hotel did not meet your expectations, however, we are happy to hear any feedback that will improve guests' stays. thank you Coconut Tree West Bay

We are very sorry that you did not like the hotel. Coconut Tree is a small family owned cabin hotel, that is more rustic than other much higher priced hotels, however, we do have many guests that return back every year for the pricing and the location. We have had no complaints before about the pool and grounds and bedding before, so we will take note of that. We hope you had a good trip otherwise on the beautiful beach of West Bay.

Hello, thank you for your post. We are sorry that you were not happy with your stay. Can you please let us know what the hotel can do in the future to make your stay better. Thank you Coconut Tree West Bay

Thank you so much for your review! We are so happy that you and your family had a nice stay with us. We hope you can come back some day and we would love to host you and your family again. Coconut Tree West Bay Roatan

Hello, thank you for your comments. We are sorry that you did not like the property. However, we said from the beginning we would have your refund processed. As you booked thru Expedia, Expedia is the company that should have processed your refund. If for some reason it has not yet been processed, we are happy to contact them again for you. Thank you

Thank you for your very nice review! We hope you can come another time to stay with us in the future. Coconut Tree West Bay

Thank you so much for your wonderful review! We are glad you enjoyed your stay, the pool and the beach. We hope you can come another time and stay with us. Thank you, Coconut Tree Roatan

We are very sorry you had a negative feeling. Can you please tell us more so that we can correct any issues. Thank you, Coconut Tree Roatan

Thank you so much for your nice review. The shampoo and conditioning should be included in your room, as well as daily fresh bath towels. We apologize if this did not happen, and will speak to the housekeeping in order to correct it in the future; Coconut Tree does have a shuttle, however, the shuttle must be reserved in advance so that we are able to schedule your pickups for either the airport or the ferry. We will check the site to make sure that guests know how to book the shuttle. Your comments are very helpful to us to help the hotel improve. Thank you, Coconut Tree Roatan

Hello, and thank you for your comments. We are sorry that you did not like your stay. We did have the cabin the Rockhouse One Bedroom that you reserved available for you. However, you had told the manager you wished something smaller. The hotel had no other smaller rooms or cabins at West Bay. The manager had said the only other smaller cabin would be at the West End location, so you agreed that you wished to be moved there. There was no bait and switch, we are sorry you feel that way. The actual cabin you booked was reserved and held for you, and you wished to be changed to a smaller cabin. The West End location is a totally different location than West Bay beach location. Many people prefer West End as there are more restaurants and bars open and a bigger selection of activities, while the West Bay beach location is the laid back beach location, no little town. We hope that you can come again and I would suggest reserving the West Bay cabin with king bed, or one of the newer ones with 2 double beds. Both have small full kitchenettes, deck, AC, and the swimming pool is very nice at West Bay. Thank you

Thank you for your very nice review. We apologize for any misunderstanding on room check in time. We appreciate your pointing that out to the hotel and we have corrected that policy on the site. We do try to accommodate earlier check ins when possible, however, it does depend on guests checking out and then the time to clean the room. We are sorry that you were disappointed in early check in not being available for you, but hope you had a nice stay at the beach. Thank you Coconut Tree West Bay

Thank you so much for your nice review. We truly appreciate it and hope you had a nice stay. thank you, Coconut Tree West Bay Roatan

Thank you, Michael, for such nice comments. We truly appreciate your making the review. Hope you can come back another time and stay with us in the future! Leslie Online Reservations Coconut Tree West Bay

Thank you so much for your nice review! We truly are glad you had a nice stay! Thank you, Coconut Tree West Bay Cabins Roatan

Thank you for your comments. We will check with the staff to see why your cabin was not cleaned daily as is policy.. We apologize for this. The owner is working slowly on updating the cabins, we know that is very important for guests. We will share your comments with the owner to help work towards that goal. Thank you, Coconut Tree Roatan

We are very sorry for your experience. Our primary manager was out due to family medical problem. Had we known sooner, which is not your fault, we could have had the West End manager come to assist you or change your room. We certainly apologize for your inconvenience and issues. If you wish to book again, we will be happy to make sure your room is equipped, and that repairs are made as needed for you and can offer you a big discount for another stay. Thank you for your patience and understanding. We will try to correct these problems immediately

Hello, we are very sorry this happened. If the management had heard about this problem, we would have corrected it immediately. We apologize for the service and will speak directly with the staff. We are not sure how this would be overlooked, but we certainly appreciate you letting us know. We can extend you a discount if you wish to stay with us again to help make up for this problem. Thank you

Thank you, so much, Trish- We are very happy you had such a nice time with us. We do appreciate your comments and we will share with the staff. Coconut Tree West Bay Roatan